[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"initial-data":3,"kb:search:disabled":33,"kb:sectionPath:null:null:es":36,"kb:categories:1:es":37,"kb:brandArticles:1:0:es":38,"kb:articleDetails:98:es":45},[4,14],{"theme":5,"assets":11},{"color-primary":6,"color-page-bg":7,"color-page-bg-dark":8,"color-content-bg":7,"color-content-bg-hover":9,"color-text-default":10},"#e51728","#ffffff","#121212","#f6f9fc","#0a2540",{"logo":12,"favicon":13},"\u002Fknowledge-base\u002Fpleased-logo.svg","\u002Fknowledge-base\u002Fpleased-favicon.svg",[15],{"name":16,"code":17,"url":17,"displayOrder":18,"isActive":19,"inboundEmailDomains":20,"outboundEmailDomain":20,"publishSettings":21,"id":18},"Pleased","pleased",1,true,"@pleased.com",{"KB":22,"CHATBOT":29},{"publishedLanguages":23,"defaultLanguage":28},[24],{"name":25,"nameLocal":26,"locale":27},"English*","English","en",{"name":25,"nameLocal":26,"locale":27},{"publishedLanguages":30,"defaultLanguage":32},[31],{"name":25,"nameLocal":26,"locale":27},null,{"data":34,"total":35},[],0,[],[],{"content":39,"number":35,"size":40,"totalElements":35,"pageable":41,"last":19,"totalPages":35,"sort":44,"first":19,"numberOfElements":35,"empty":19},[],10,{"sort":42,"offset":35,"pageSize":40,"pageNumber":35,"paged":19,"unpaged":43},{"sorted":19,"empty":43,"unsorted":43},false,{"sorted":19,"empty":43,"unsorted":43},{"article":46,"sections":55,"category":59,"relatedArticles":61,"relatedTagsArticles":70},{"id":47,"brandId":18,"sectionId":48,"categoryId":32,"title":49,"body":50,"keywords":32,"position":47,"isCommentDisabled":32,"isDraft":43,"isPromoted":43,"upvotes":32,"downvotes":32,"isActive":19,"language":27,"englishVersion":19,"createdAt":51,"createdBy":52,"updatedAt":53,"updatedBy":40,"tags":32,"includeForAi":19,"authorName":54},98,14,"Creating a section","\u003Cp>Sections divide a category into more specific areas. They are optional, but once a category holds more than a handful of articles they are what keeps it navigable.\u003C\u002Fp>\u003Cp>New sections can only be added in your primary knowledge base language, then translated into the others. Structures do not sync across languages on their own.\u003C\u002Fp>\u003Cp>Each brand and each language has its own set of sections.\u003C\u002Fp>\u003Ch2>Before you begin\u003C\u002Fh2>\u003Cp>You need:\u003C\u002Fp>\u003Cul>\u003Cli>A role with permission to manage categories in the knowledge base.\u003C\u002Fli>\u003Cli>An existing category to put the section in - see \u003Ca href=\"https:\u002F\u002Fsupport.pleased.com\u002Fknowledge-base\u002Farticle\u002F96?brandId=1&category=17\" rel=\"noopener noreferrer\" target=\"_blank\">Creating a category\u003C\u002Fa>\u003C\u002Fli>\u003Cli>The correct brand selected, and the primary language active - that is the only language in which new sections can be created.\u003C\u002Fli>\u003C\u002Ful>\u003Cp>Decide the section name customers will recognise before you create it. Section names are navigation: customers scan them inside a category and decide where to click.\u003C\u002Fp>\u003Ch2>Step 1 - Open the category\u003C\u002Fh2>\u003Col>\u003Cli>Go to Knowledge Base > Dashboard.\u003C\u002Fli>\u003Cli>Confirm the brand and language at the top of the page.\u003C\u002Fli>\u003Cli>Select the category you want to divide.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>Opening a category shows what it currently contains - articles, existing sections, and the actions to organise them.\u003C\u002Fp>\u003Ch2>Step 2 - Add the section\u003C\u002Fh2>\u003Col>\u003Cli>Select Add Section (shown as Add Section (English) - or your primary language - when you are on another language tab).\u003C\u002Fli>\u003Cli>Enter a name - use the customer's words for the task, not an internal label. \"Password and login support\" beats \"Auth ops\".\u003C\u002Fli>\u003Cli>Select Save.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>The section is immediately available when assigning an article. In the article editor, expand the category with the arrow icon to reach it.\u003C\u002Fp>\u003Ch2>When to add sections\u003C\u002Fh2>\u003Cp>Category has under ~8 articles - Leave it flat\u003C\u002Fp>\u003Cp>Category has grown past ~10 articles - Add sections around the distinct tasks\u003C\u002Fp>\u003Cp>Articles cluster around obvious sub-topics - Add sections matching those clusters\u003C\u002Fp>\u003Cp>You are adding a section that would hold one article - Do not - it adds a click for no benefit\u003C\u002Fp>\u003Cp>For example, an Account category might contain sections for:\u003C\u002Fp>\u003Cul>\u003Cli>Creating an account\u003C\u002Fli>\u003Cli>Managing account details\u003C\u002Fli>\u003Cli>Password and login support\u003C\u002Fli>\u003Cli>Closing an account\u003C\u002Fli>\u003C\u002Ful>\u003Ch2>Nesting sections\u003C\u002Fh2>\u003Cp>Sections can sit inside other sections when you genuinely need another level. From an existing section, use Add Section again to create a child underneath it.\u003C\u002Fp>\u003Cp>Resist the temptation. Every extra level is another decision for the customer and another place an article can hide. Deeply nested content is harder to navigate, and articles buried three levels down get found less.\u003C\u002Fp>\u003Cp>Use the simplest structure that lets a customer reach the right article.\u003C\u002Fp>\u003Ch2>After you create a section\u003C\u002Fh2>\u003Cul>\u003Cli>Assign articles to it from the article editor - expand the parent category with the arrow icon.\u003C\u002Fli>\u003Cli>Organise existing articles into the new section from the category page on the dashboard.\u003C\u002Fli>\u003Cli>Create the equivalent section in your other languages, since structures do not sync - see Creating translated articles.\u003C\u002Fli>\u003C\u002Ful>\u003Ch2>Troubleshooting\u003C\u002Fh2>\u003Cp>\u003Cstrong>I cannot find Add Section.\u003C\u002Fstrong> Confirm you are inside a category (or an existing section), not only on the dashboard list. Your role also needs knowledge base permission to manage categories - ask an administrator to update it.\u003C\u002Fp>\u003Cp>\u003Cstrong>Add Section is labelled with a language (for example Add Section (English)).\u003C\u002Fstrong> New sections are created in the primary language only. Switch to that language, create the section, then add translations for the other languages.\u003C\u002Fp>\u003Cp>\u003Cstrong>The section is not appearing when I assign an article.\u003C\u002Fstrong> Check you are on the correct brand and language, and that it saved. Expand the category with the \u003Cstrong>arrow icon\u003C\u002Fstrong> - sections sit under their parent, not in the top-level list.\u003C\u002Fp>\u003Cp>\u003Cstrong>The section appears in one language but not another.\u003C\u002Fstrong> Section structures are per language. Create the matching section under the other language.\u003C\u002Fp>\u003Ch2>\u003Cbr>\u003C\u002Fh2>","2026-09-03T08:29:57.000+00:00",15,"2026-09-10T13:16:37.000+00:00","Nikita Beslik",[56],{"id":48,"brandId":18,"categoryId":57,"parentSectionId":32,"position":48,"title":58,"description":58,"titleTranslated":32,"descriptionTranslated":32,"sections":32,"articles":32,"isActive":19,"language":27,"englishVersion":19,"isInternal":43},17,"Creating Categories and Sections",{"id":57,"brandId":18,"position":52,"title":60,"description":60,"titleTranslated":32,"descriptionTranslated":32,"isActive":19,"language":27,"englishVersion":19,"isInternal":43},"Creating a Knowledge Base",[62,66,69],{"id":63,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":64,"titleTranslated":32,"position":65,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},96,"Creating a category",97,{"id":65,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":67,"titleTranslated":32,"position":68,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},"Manage categories",99,{"id":47,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":49,"titleTranslated":32,"position":47,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},[]]